Partner Operations Specialist, Partner Operational

BA/BS degree required (or equivalent experience)
- 3+ years of relevant experience (Technology, Cloud, Public Sector, Partners)
- Must have AWS experience or experience supporting Cloud Partners/Resellers
- Experience taking ownership and driving resolution on escalated customer issues
- Experience presenting to, consulting with, and training customers
- Strong critical thinking skills and the ability to creatively solve problems using multiple and variable tools/processes
- Strong verbal and written communication skills with high level of comfort working with diverse set of customers
- Excellent organizational and time-management skills
- Self-starter with a natural curiosity to learn new skills in an ever-changing environment
- Proficiency in Microsoft Office, especially Word and Excel

Job summary

Do you have a passion for helping partners achieve operational excellence? Does helping a partner/customer elevate their operations to be more efficient, productive, and profitable get you excited? Would you like to be part of a team focused on working with partners to ensure they’re operating at their full potential with AWS? Do you thrive in a cross-functional environment, working closely with some of the best and brightest in the world?

Within AWS, the Worldwide Public Sector (WWPS) Partner Operational Support Services Organization is responsible for supporting Public Sector partners in their journey to the cloud. Our vision is to promote long-term healthy AWS relationships by ensuring AWS WWPS partners have the operational knowledge, best practices, processes, and mechanisms in place to effectively manage operational aspects of their AWS business.

As a member of the Partner Operational Support Services Specialist Team supporting World Wide Public Sector Partners and Resellers, you will be part of a growing team of advanced specialists that assists partners with operational challenges through operational incident resolution, operational management, and operational education and enablement. Your responsibilities will focus on working with internal partner development teams and providing partners a white glove experience. Partner engagement activities include support and guidance around the following areas: partner program operations, operational onboarding, account configuration, billing, contracts, customized reporting (internal/external), delivering operational training sessions, and creating and maintaining documentation. You must be a self-starter who is comfortable working directly with both partners and cross-functional internal teams.

Key job responsibilities

Partner Engagement
- Manage numerous ad hoc requests concurrently with the ability to prioritize and resolve partner and internal escalations focused on partner operations.
- Work with a broad set of key stakeholders from partner programs, billing, accounts receivable, business development, customer service, legal, and partners.
- Simplify complex issues and effectively communicate in depth analysis to AWS partners.
- Proactively engage partners to conduct operational training sessions an ensure partners are aware of recent partner program changes.
- Work with account managers, partner development managers and customers on-site as necessary. 20% travel required.

Business Development
- Gather insights from the business and present solutions to leadership to advocate internally for our customers.
- Develop documentation and training that the organization and partners can leverage at scale.
- Create Monthly Business Reports to share trends to the field
- Drive internal awareness and engagement of the Customer Enablement team throughout the WWPS Partner/Reseller space.

About the team

Inclusive Team Culture

Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have twelve employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Work/Life Balance

Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We car